Product Specialist (Cloud Support SME)

ABOUT US Acceldata is the market leader in Enterprise Data Observability. Founded in 2018 and backed by top investors including Insight Partners, March Capital, Lightspeed, Sorenson Ventures, Industry Ventures, and Emergent Ventures, we are a Series-C funded company headquartered in Silicon Valley.

Our Enterprise Data Observability Platform—the first of its kind—helps enterprises build and operate world-class data products by ensuring data is reliable, trusted, and ready to power today’s most critical technologies, including AI, LLMs, Analytics, and DataOps.

Delivered as a SaaS solution, Acceldata is trusted by leading global organizations such as HPE, HSBC, Visa, Freddie Mac, Manulife, Workday, Oracle, PubMatic, PhonePe (Walmart), Hershey’s, Dun & Bradstreet, and many more.

Position Summary: As a Product Specialist, you will join a team of highly skilled engineers who thrive on tackling new and impactful challenges, shaping the future of Acceldata’s support services. In this collaborative and dynamic environment, you will leverage your business acumen, technical expertise, and interpersonal skills to make a tangible difference for our valued customers. As one of the first Product Specialists, you will play a critical role in creating meaningful solutions while actively listening and empathizing with customers who are navigating complex product issues.

We are looking for someone who can: - Provide Support Services to our Enterprise customers using our flagship Acceldata product suits. This may include assistance provided during the engineering and operations of distributed systems as well as responses for mission-critical systems and production customers.

- Manage the day-to-day aspects of support cases, incidents, and escalations

- Ensure issues have the appropriate focus and are resolved as expediently as possible

- Document and record all activity in accordance with both internal and external security standards

- Research, reproduce, troubleshoot, and solve highly challenging technical issues.

- Demonstrate the ability to actively listen to customers and show empathy to the customer’s business impact when they experience issues with our products

- Participate in the queue management and coordination process by owning customer escalations, and managing the unassigned queue.

- Be involved with and work on other support-related activities - Performing POC & assisting Onboarding deployments of Acceldata & Hadoop distribution products.

- Triage, diagnose and escalate customer inquiries when applicable during their engineering and operations efforts.

- Collaborate and share solutions with both customers and the Internal team.

- Investigate product-related issues both for particular customers and for common trends that may arise

- Study and understand critical system components and large cluster operations

- Differentiate between issues that arise in operations, user code, or product

- Coordinate enhancement and feature requests with product management and the Acceldata engineering team.

- Flexible in working in rotational shifts. Participate in a Rotational weekend on-call roster for critical support needs.

- Participate as a designated or dedicated engineer for specific customers. Aspects of this engagement translate to building long-term successful relationships with customers, leading weekly status calls, and occasional visits to customer sites

What makes you the right fit for the position: - 10+ years of Experience with a highly-scalable, distributed, multi-node environment (50+ nodes)

- At least 2+ years of experience with at least one of the following cloud platforms: Amazon Web Services (AWS), Microsoft Azure, Google Cloud Platform (GCP), and experience with managing and supporting a cloud infrastructure on any of the 3 platforms.

- Docker and Kubernetes configuration and troubleshooting, including Helm charts, storage options, logging, and basic kubectl CLI

- Expertise in Hadoop operations (Zo